Simulated workplaceCAQA Marketplace Retail Group is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
SIRCAQA MarketplaceSimulated workplace
Simulated workplace
Scenario · Online Store and Fulfilment

Pick, pack and dispatch the Friday morning order wave

You are a pick and pack team member at the Dandenong South fulfilment centre.

Intermediate3 to 4 hours8 tasks
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The situation

What has happened

Friday morning's wave includes a home delivery order with chilled and frozen lines, a courier fashion order that needs a belt at low stock, the Wattle Grove Aged Care pharmacy delivery that requires the pharmacist's final check, and a click and collect order where the customer has asked about a sourdough loaf that was out of stock. Last week a delivery arrived with thawed frozen goods because the tote was short on ice packs, and the Bayview Kitchen Co standing order has been late twice. Grace Whitmore leads the shift and Riley Morgan wants the online customer enquiries answered before midday.

Your brief. Check availability before the wave is released, pick in the correct sequence, handle substitutions and refunds by the customer's preference, pack and record tote temperatures for the cold chain, dispatch each order by the right method and respond to the online customers in the register so that every order is accurate and on time.
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Tasks

Deliverables

  • Online orders system entries for each order with statuses and substitutions
  • Food safety monitoring register tote temperature records
  • Customer feedback register response to the click and collect customer
  • Incident and hazard report for the dock near miss

Documents to use

Systems to use

Online Orders and Deliveries

Tracks every online order from receipt through picking, packing, collection or delivery, with substitutions and problems recorded.

Stock and Inventory Register

Tracks products, stock on hand, reorder points, suppliers and counts across supermarket, fashion, pharmacy and online ranges.

Customer Feedback and Complaints Register

Records every complaint, compliment and suggestion received in store, online or on social media and tracks it to resolution.

WHS and Security Incident Register

Logs injuries, near misses, hazards, theft, aggressive customer events and food safety events with investigation and corrective actions.

For trainers and assessors

Units of competency

Current on training.gov.au for the Retail Services Training Package as at 10 September 2026.

SIRXCEG006Provide online customer service
SIRRINV002Control stock
SIRXDLV001Deliver food products
SIRRFSA001Handle food safely in a retail environment
SIRXOSM003Use social media and online tools

Qualifications

SIR30216Certificate III in Retail
Assessor notes

What to look for

Evidence guide

Check the picking sequence, that every item was scanned, that the substitution was like for like at the original price and the refund followed the customer's preference. Tote temperatures must be recorded at dispatch with the ice pack count. The online reply must be courteous and private. Order statuses must be updated at each step and the near miss reported.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.